Fraud Operations Manager

Fraud Operations Manager
Fraud Prevention & Risk Management
 

Do you thrive in leading high-performing teams across multiple countries?

Are you passionate about improving fraud detection while delivering a top-notch customer experience?

About the Role

The Fraud Operations Manager leads multi-country fraud detection and prevention teams supporting retail banking clients across online and mobile channels. This role is responsible for driving operational performance, improving fraud outcomes, enhancing customer experience, and ensuring compliance with regulatory and client requirements.

Key Responsibilities

• Lead and manage multi-country fraud operations teams, including managers, supervisors, and analysts
• Oversee workforce management to meet or exceed KPIs and SLAs
• Partner with client workforce teams, recruiting, and HR to ensure appropriate staffing levels
• Provide coaching, performance management, and development for leaders and frontline staff
• Lead monthly performance reviews focused on SLA attainment and operational results
• Develop and implement operational strategies to improve fraud detection effectiveness and customer experience
• Monitor emerging fraud trends and partner with clients to adjust detection methodologies
• Ensure compliance with internal policies, client policies, and regulatory requirements
• Manage client relationships and provide clear, accurate, and timely performance communication
• Collaborate cross-functionally to improve operational efficiency and customer experience
• Use data and analytics to identify fraud trends, staffing needs, and performance improvement opportunities
• Report fraud metrics, trends, and operational performance to clients and senior leadership

Qualifications

• Bachelor’s degree in Business, Finance, Criminal Justice, or related field
• 5–10 years of experience in retail banking fraud operations or investigations, including deposit and online/mobile banking fraud
• 2–5 years managing teams of 40+ associates, including frontline managers and supervisors
• Experience in contact center environments strongly preferred

Skills & Competencies

• Strong leadership, coaching, and team development skills
• Ability to operate effectively in fast-paced, high-volume environments
• Strong analytical, problem-solving, and decision-making abilities
• Excellent written and verbal communication skills
• Strong knowledge of retail banking fraud detection operations
• Ability to manage geographically dispersed teams
• Ability to partner with senior client leaders
• Spanish preferred but not required

Additional Requirements

• Remote role within the U.S.; Eastern or Central time zones preferred
• Ability to manage teams across time zones with 12+ hour differences
• Frequent travel required between the U.S., Guatemala, and the Philippines
• Must possess a valid passport with no travel restrictions to these countries

Flexible Working

At Conduent, we value individuality and flexible working arrangements. In this role, you can expect:

• Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance.

Working for You

We offer perks and rewards designed to support you:

• Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one.
• Retirement Savings: Robust programs to help you secure your financial future.
• Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Paths for advancement within a global organization.
• Paid Training: Learn while you earn with award-winning learning platforms.
• Paid Time Off: Competitive PTO packages to help you recharge.
• Great Work Environment: Join an award-winning culture that values diversity and inclusion.

Join Us:

At Conduent, we are united by a shared mission. We understand that our success is driven by the success of our associates. When you join us, you’ll find opportunities to:

• Bring your authentic self to work every day.
• Grow and thrive both personally and professionally.
• Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.

With over 50,000 associates in 24 countries, you’ll be part of a global team that’s shaping the future — for the company and for yourself.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is ($85,000) 

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.